Where calls end up
Every call to a Yaplet number is filed in your inbox as a conversation the moment it ends — answered, hung up, ended by the agent, all of them. You always get a transcript. If you switched recording on for that agent, you also get a downloadable MP3.
Two places to look:
- Communications → Inbox. Calls sit alongside your chats and emails, and there is a dedicated Calls view in the Inbox sub-menu if you want only them.
- The agent's Call history tab. Open the agent from Brand → Voice and switch to Call history for a list of just that agent's calls, defaulting to the last 30 days, with the caller, date, duration, cost and status.
Who can open a call
Every call is filed into the inbox of the agent's brand, worked out fresh at the moment of the call. That is what decides who on your team can see it: a colleague needs to have been granted that brand.
If somebody cannot find a call they expect to see, grant them the brand from your account menu → Manage team → the teammate → Brand access. Owners and administrators always have access to every brand.
Reading the transcript
The transcript is the conversation itself, in the thread, with the caller's side and the agent's replies both saved. Older builds dropped the agent's half for some agents, leaving a one-sided record; that is fixed.
Calls in languages other than English are written up by a different transcription engine, automatically. It affects only the written record — the spoken conversation and the agent's understanding are unchanged.
Turning recording on
Recording is set per agent, not per number:
- Open Brand → Voice and open the agent.
- Go to the Connections tab.
- Switch on Record calls and save.
From the next call onwards every conversation that agent handles is recorded. Existing calls are not recorded retrospectively. Recordings are stereo MP3s with the caller on one channel and the agent on the other, which makes it easy to hear who talked over whom.
Playing and downloading a recording
Open the call thread in the inbox. The recording player replaces the message box at the bottom of the conversation, with play and pause, a scrubber, and playback speeds from 0.5× to 2×. A download button saves the MP3 to your computer.
If the same number has called more than once, the thread holds all of those recordings and you can switch between them; the newest is marked as the latest.
Consent and disclosure
Yaplet does not play a consent notice before recording starts. If your rules require one — many countries and some US states do — you have to add it yourself to the agent's Begin message. Something like:
Hi, you have reached Acme. This call may be recorded for quality and training purposes.
How can I help you today?If you do that, also turn off "Allow callers to interrupt the greeting" on the agent's General tab, so the notice plays in full before the caller can talk over it.
The product shows you the same warning when you switch recording on, and it is not boilerplate: consent, disclosure and retention rules differ by country and by use case, and having a legal basis and telling your callers is your responsibility. Yaplet provides the recording; the wording is yours to get right.
What is masked
If the brand has Privacy masking switched on at Brand settings → Advanced, email addresses, phone numbers and card numbers are stripped from the stored transcript and from the call's messages in your inbox.
On the phone this hides those details in what is kept, not in what the AI heard — the caller's speech reaches the AI live as they say it. It is best-effort rather than a guarantee: if the masking service is slow or unavailable the conversation is stored unmasked and nothing records that it happened. Calls from before you switched it on are unchanged.
How long things are kept
| Item | How long |
|---|---|
| Conversations, including call threads and their transcripts | Deleted once the conversation has been inactive for the full retention period — 3 years on paid plans, 120 days on free plans, measured from the last activity on it. |
| Recordings (MP3) | The most recent 100 per organisation. Once you go over, the oldest are removed first to make room. |
The two limits stack: a recording can disappear because 100 newer ones arrived, and the thread it belonged to can later disappear because nothing touched it for the retention period. If you need a call kept for longer than either, download the MP3 into your own archive.
You cannot reply from a call thread
A call thread is a record, not a channel. The message box is replaced by the recording player, so you cannot send a chat message, attach a file, start a workflow or use an AI tool from inside it. The sidebar still works normally — you can edit the visitor, email them, or block them from there.
What to read next
For what a call costs and the caps that keep it predictable, see Voice credits and per-minute billing. To stop a particular caller getting through at all, see Block unwanted callers.